Representative 3, Technical Support

Overview

Viapath is looking for a Representative 3, Technical Support to join our team in our Tech Support department.  The Representative 3, Technical Support is someone who cares about the client success, is technically savvy, and has experience troubleshooting technology issues.  The position is responsible for answering and resolving technical support issues that our customers encounter.  Technical Support Representatives are analytical, diligent, technically proficient, and are passionate about technology, networking, and serving our customers. Technical Support Reps take pride in their high-quality work and thrive in a fast-paced environment where they are constantly learning new things. They demonstrate care for our customers by maintaining relationships with clients and by providing amazing service. Technical Support Representatives make it their goal to find the "why" when a customer has a concern and are quick in finding an appropriate solution.

Shift:  Monday - Friday, 8:00AM - 5:00PM Central

Responsibilities

• Serve as an Ambassador for ViaPath
• Provide daily support to customers/users of various technology systems including answering questions, troubleshooting, analyzing problems, and quickly forming solutions to return systems to proper operation
• Communicate in a factual, polite, and professional manner to support end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
• Accurately document & record technical support calls and events (Call receipt, documentation entry, tracking, follow-up, escalations, and reporting) in ticket and tracking software applications
• Open/Work problem issues and proactive tickets as escalated from other team members. Escalate those issues that cannot be resolved using current knowledge to the next level
• Communicate with the customers and give them a comfort level that their issue is being properly addressed
• Participate in technical aspects of installation and upgrade projects for new and existing customers, working with both on-site technicians, customers, partners and end-user customer personnel
• Test/setup/troubleshoot of client software installations, test platforms, and equipment
• Report bugs and trends to the necessary stakeholders and process/performance improvement suggestions to manager
• Other duties as assigned such as inmate request handling, data entry, etc.

Qualifications

• High School Diploma or GED required; technical degree/diploma preferred
• 5 years of experience in a high-volume Technical Support, Helpdesk or Call Center environment
• Proficient in the use and basic troubleshooting of industry standard software packages including but not limited to:
  • Microsoft Office (Word, Excel, Outlook, etc.)
  • Browsers: Internet Explorer, Google Chrome, Apple Safari
  • Operating Systems: Microsoft Windows required, Mac OS 10 is desired
  • Remote connectivity tools such as VPN, RDP, VNC is desired
  • Android OS / iOS Troubleshooting is desired
  • Linux knowledge/troubleshooting is desired
• Quick to identify problems, form solutions, and execute step-by-step troubleshooting procedures
• Strong interpersonal and communication skills including excellent listening, conflict resolution and customer empathy
• Ability to work in a fast-paced environment and multi-task on work assignments
• Strong organizational skills
• Able to work independently and in a team environment
• Excellent research and documentation skills
• Ability and interest to learn proprietary systems
• Must have high attention to detail
• Schedules may vary based on business need 

ViaPath, an innovation leader in correctional technology, education solutions that assist in rehabilitating inmates, and payment services solutions for government.  ViaPath leads the fields of correctional technology, education, and government payment services with visionary solutions and customized products that integrate seamlessly to deliver security, financial value, and operational efficiencies while aiding inmate rehabilitation and reducing recidivism rates. 

ViaPath is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, pregnancy or pregnancy-related condition, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.